"If you're confronted with a nasty blog post, email or forum
post about your company, try to engage with that customer on the
phone. Most people would never say the things they write online
(especially when they feel they've been taken advantage of). By
switching communication mediums and proactively calling the
customer, you can defuse a situation much easier than doing so
online."

"It's so tempting to want to acknowledge, better understand
or fix a complaint online. While you certainly want to address
the issue for the customer -- so that the complaint is a footnote
rather than a recurring theme in your online profile -- you don't
exhibit professionalism when you handle your business in an
online chat forum. Get the customer's contact info, then take it
offline."

"You don't want a customer's anger to be their most recent
impression of your company. By going the extra mile -- offering
them a free product, calling them to check in or sending them a
gift in the mail -- you'll help shift their frustration into
satisfaction."

"Many times, your angriest client can become your best
advocate. Chances are good that you can make them happier then
they were before their problem. Angry clients need help, and you
need to give it to them to make them happy. You may have to
invest some more money or time, but the payoff will be worth it
for you in the long term."

"Whenever possible, do absolutely everything you can to go
out of your way -- above and beyond -- to make the angry client
happy. The worst thing you can do is ignore a client's complaint.
Seek to understand why they're unhappy and do everything you can
to make it right."

"People know when you're saying a few prepared sentences to
get them to relax. Determine what the client/customer is upset
about, reading between the lines if you must, then have an honest
conversation about how you will remedy it. Doing this out in the
open on your social networks can show the character of your
company, and if the person is being irrational, your community
will recognize it."

"When a customer complains online, sometimes they just want
something for free. Would they say that same online comment to
your face? Most likely, they won't. Find out what the problem is
and if they just want something for free, then "fire" them. If
you bend over backwards for one customer like that, then more
will expect it, causing you to lose time and money."

"In today’s online world, it’s important to address issues
before they get out of hand. Respond to the negative comment with
a resolution or offer to speak with the customer offline. If it’s
unfounded, perhaps turn to your company blog or social media
platforms to explain the situation to current customers so they
don’t think you’ve ignored it completely."

"You will upset customers. The worst thing to do is to sweep
it under a rug by deleting their complaint online or simply
ignoring it. Take ownership for their disappointment, then do
everything you can to resolve their issue. Do this publicly so
that other customers know that you have a culture of
excellence."

"Too often, those words are never said. If you simply start
your conversation with "I'm sorry," you might find that's all
someone is seeking. We often want to say, "I'm sorry but..." and
everything after this phrase is all the customer hears. Instead,
tell them that you're sorry and listen to their issue."

"If your customer is furious and wants a refund, give it to
them. If they want to exchange a product, let them. If they want
to talk to your boss, hand over the phone. Any minor
inconvenience or money lost will pay for itself tenfold over the
life of the customer when your good service turns them into
someone who is raving about your business."

"This might sound contrarian, but often, it's the right thing
to do, especially if you've followed all the other great advice
in this article. Of course, refund their money if that's an
issue, and wish them the best. Just remember, you can't service
everyone and it's best to focus your energy on clients and
customers who are the right fit and alignment for your
business."

TheYoung Entrepreneur Council (YEC)is
an invite-only nonprofit organization comprised of the world’s
most promising young entrepreneurs. In partnership with Citi, the
YEC recently launched#StartupLab, a free virtual
mentorship program that helps millions of entrepreneurs start and
grow businesses via live video chats, an expert content library
and email lessons.